I am person who likes to shop local when I can. Sometimes they don’t have what I am looking for, and sometimes, I’ll be honest, I don’t like the service.
Remember two weeks ago when the thread got wrapped around the hand wheel of my sewing machine…
Later that week, at the last minute I had to run into town. I hadn’t cleaned up the machine because it was my intention that I would have it cleaned and serviced when the service person removed the thread. I am not a girl who wastes my time cleaning something that I paying someone else to clean.
I ran into the quilt shop of the local Bernina dealer. I waited for service at the counter. I was standing there…no one acknowledged me. The one gal in the store was cutting fabric and could easily see me, but didn’t acknowledge me until a couple minutes passed. I started to walk over to the cutting table with the machine and then she called up the repair person. I explained what was wrong the machine and apologized for not cleaning the machine but that’s what it was there for…. I was so happy when she suggested that she had some time and would look at it right away. I gave her my cell phone saying I had errands and she could call me once she was done with the machine.
An hour later my phone rang and my machine was ready…WOW, that was fast.
I went to pick it up. At the register in a very LOUD, accusing, snide voice the service gal says, “WOW, how long has it been since you had your machine serviced?” I said, “Quite awhile”. Still accusingly she said, “You really need to get that cleaned”. I am confused…I thought she had cleaned it when she took the thread off….apparently not. Now I was a little ticked. 1st off…it’s my machine and can do and treat it however I want. 2nd…I thought she was cleaning it. 3rd..the condition of my machine is not the business of every other shopper in the store. 4th..she is a service worker so serve not accuse. Then she says..still accusingly…”You know your bobbin winder is broke too.” I just said yep. I just wanted to get out of there at this point. The winder wasn’t broke before but I’ll be darned if she was going to touch my machine.
Now someone who was practicing good customer service would have done this….first off communicated in a way so she would have understood in the first place that I wanted the machine serviced. Second if she didn’t understand that, she should have called me on phone and said, “I noticed it may have been awhile since your machine was serviced. I don’t have time to do it now. Would you like me to keep the machine and do that for you or need the machine today?” She should have never talked to me accusingly. She should have never talked in a loud voice so the whole store could hear.
I am all for shopping local…but customer service trumps MANY things for me. I’ll pay more. I’ll drive further. I’ll recommend like crazy if I get good customer service. Some of best customer service I’ve had….Amazon, Zappos, Fareway Grocery Stores (an Iowa chain), Country Threads Quilt Shop in Garner Iowa, Teluwat Restaurant in Cresco, Iowa, Blue Heron Knittery in Decorah, Iowa… Some are local…some are not. Give me friendly face, polite respectful chit chat and the price tag can be a dollars extra…I don’t care about money. I’ll gladly take a slow friendly worker over a fast grump too.
I think my machine may have to go for a ride to the other quilt shop…the Pfaff dealer…maybe they can clean it…or wait, maybe we’ll have to go to the other Bernina dealer, Calico Hutch in Hayward. I’ve had GREAT customer service there and I like Katie too. I’d love an excuse to visit there. maybe this all turned out good.
So any guesses on how much it cost for my grumpy service? If you guess $58, you’d be right!